Customer Experience is also Learner Experience

I am a great admirer of marketing teams in enterprises. They have always been data driven and have always focused on measuring their performance objectively. This skill is in short supply when we look around at the training function in the enterprise.

In a recent survey, sponsored by Adobe, there is a chapter dedicated to how customer experience is being perceived by digital marketers. This chapter has important insights that can be applied for the training function. When I read the report, it became obvious that it is high time training departments think about Learner Experience as opposed to being obsessed with tools and technologies.

Here are some questions that the training department should start asking. I have juxtaposed these questions with the survey results (from the Adobe report) on the key building blocks needed to create a superior customer experience.